Iberostar Waves Cozumel

“Jungle/Island themed hotel in a killer location”

Overall great experience. The property is beautiful with a jungle-like setting and small animals all around. Very close to great snorkeling, diving, and tons of beach clubs. Our concierge Alonso was super awesome and very informative, gave us the lay of the land in Cozumel right after we arrived. … lisää

Overall great experience. The property is beautiful with a jungle-like setting and small animals all around. Very close to great snorkeling, diving, and tons of beach clubs. Our concierge Alonso was super awesome and very informative, gave us the lay of the land in Cozumel right after we arrived. We'd come back just for him lol. The rooms were not quite as nice as I'd hoped and can be a tad noisy if you sleep in past 8AM, but for the price with everything its a great value overall.

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“Great spring break”

The food was always fresh and delicious at the buffet. The pool was perfect temperature. We were always able to find chairs by the pool

“Did a tour of the west side of the island- it was amazing!”

We had some questions for a car rental and Mario helped us to make the booking go great!

“Disappointing Check In Experience Overshadowed an Otherwise Great Staff”

The staff across the resort — bartenders, entertainment/activity teams, and restaurant workers — were truly excellent and consistently warm. Unfortunately, the check in experience was unacceptable and set a negative tone that carried through the entire stay. Despite booking through the IHG app as a… lisää

The staff across the resort — bartenders, entertainment/activity teams, and restaurant workers — were truly excellent and consistently warm. Unfortunately, the check in experience was unacceptable and set a negative tone that carried through the entire stay. Despite booking through the IHG app as a Rewards member and paying for a king bed with an upgraded location, I did not receive what I paid for. At arrival, I was told I could either take a double bed room in Building 22 or pay even more for a king bed with an ocean view, even though my reservation already specified a king. We were eventually placed in Building 25 (2501), facing the road and directly next to a drinking water bottle refill fountain — which meant late night and early morning noise. The room also had a strong musty odor, and the only “solution” offered was a scent diffuser that was ineffective. Right after check in, we were handed off to someone whose focus was upselling paid activities and off site excursions rather than helping us make the most of the stay we had already paid for. It felt pushy and out of place for a five night trip. Our air conditioner didn’t work on arrival, and although we reported it immediately, we spent the entire first night hot and sweating until it was fixed the next day. The IHG app also advertised one hour per day of complimentary kayaks, snorkel gear, or surf boats — none of which were honored or made available. When I raised all of these issues again at checkout, I was told we “should have mentioned it then,” even though we had. No make goods, no acknowledgment, nothing. For an IHG affiliated property at this price point, that was extremely disappointing. The staff were wonderful, but the operational experience — especially the room assignment, lack of promised benefits, and poor service recovery — left me feeling like I did not receive the upgraded room or overall experience I paid for.

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